Refund policy

If you decide that the furniture you received from us isn't quite what you want, you can notify us in writing and return the goods to us within 14 days for a refund in accordance with the Consumer Rights Act 2015. The returned items must reach us in the same unused condition as when they left our care, and in the same packaging, including the use of plastic wrap to protect the products. Failure to do so may result in rework being required at a charge dependent on the level of damage or wear. Please ensure the items are well wrapped and sent with an appropriate, 'wrapped and strapped' courier service. The courier service must contact us in advance to ensure we are available to accept the return. 

Bespoke products, such as items with non-standard sizes or paint colours, cannot be returned. If you encounter an issue with such a product we will work with you to remedy the situation suitably.

It is your responsibility to inspect the goods upon receipt. If you believe there to be a fault with any of the furniture you received, you must contact us within 48 hours of receiving the goods to explain any issues in writing (along with supporting imagery) so that we can evaluate the problem. We believe the best way to communicate such issues is via email, so that the problems can be clearly laid out and a written history of our communications to one another be recorded for reference. In the event of minor damage to either the wood or paintwork, a repair kit will be sent out to undertake repairs in your home, in order to avoid risking any further damage during transit.  By ordering with us you understand you may be expected to undertake reasonably simple, minor repairs as the quickest, simplest way to resolve minor issues. In the event of a severely damaged item (beyond repair), we will send a replacement as soon is possible. If you refuse a replacement, the transaction will count as a cancellation and a surcharge will be taken from any refund (to cover our delivery and administrative costs) to be given upon the return of the item. 

As with all online purchases, please do not dispose of the packaging until you have checked the product over and are satisfied with it, as the packaging will be required for return or repair. Returned items must be returned in the original packaging to allow for resale of the item(s). If the packaging is is deemed to be too damaged to reuse, we will charge a fee, deducted from the refund, to replace the packaging.

The goods to be returned must be in an unused condition. If they have been used (or there is clear evidence of use) we reserve the right to charge a hire fee commensurate with the duration held and signs of use unless we have given express permission for you to use them.

We aim to respond within 24 hours but can take a little longer at peak times. After evaluating the problem, we will then propose a solution or choice of options for resolving the issue. If the item is to be returned, they will be inspected to ensure they are in the condition described. You will receive your refund within 28 days of cancellation, minus a charge to cover our original shipping commensurate with the cost incurred by us to send out to you. We advertise 'free delivery' to make ordering process as simple as possible, but there are of course costs incurred for this delivery service.

If you decide to cancel your order after it has been dispatched, a fee of £70 is payable to cover the costs of the original collection and the return of the goods. In the event of a damaged item, we will send a replacement as soon is possible. If you refuse a replacement, the transaction will count as a cancellation and a surcharge will be taken from any refund (to cover our delivery and administrative costs) to be given upon the return of the item.

Cancellations incur a fee commensurate with the fees we lose from the card processer. When an order is cancelled and we are asked to refund the customer, the card processer does not return the processing fee to us, which is in the region of 2% of the order. Therefore cancelled orders will have money returned at the full amount minus this small percentage.

It is your responsibility to accept and be present for a delivery within 28 days of the order being dispatched. If you do not, or cannot, accept a delivery within this timeframe you may be charged a storage fee commensurate with the length of time the order is in storage. Order cancellations will not be accepted if the item has been dispatched but not delivered within 90 days. 

It's important that you understand you are purchasing a natural, and sometimes reclaimed, wood product which may, given the characteristics of such materials, require some slight adjustments after reaching the environment of your home. By purchasing furniture from us, you agree to undertake any simple necessary adjustments yourself. There are some issues will not be deemed as defective or faulty, for example:

• While every effort is made to match all colours and finishes, wood is a natural product and there may be variations in colour, grain pattern and shade. As is common practise when crafting wood and reclaimed wood furniture, certain degrees of filler may also be used to ensure a uniform finish. You can read more on our wood product disclaimers page.
• Our furniture is crafted from natural and reclaimed timbers, and therefore there may be slight differences in size from item to item. All our advertised product dimensions are approximate.

​Should we feel it impractical to offer a replacement product for any item that is damaged or faulty, we reserve the right to offer a repair, a partial refund, or a full refund for your purchase.

We reserve the right to cancel your order at any time. If your order is cancelled, you will receive a refund within 28 days.

These terms do not affect your statutory rights.